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Added 25 mins ago
M
Director, Customer Protection
Metrolinx
Toronto, ON
- Full-time
…the public. The Director also serves as a key organizational leader responsible for ensuring compliance with legislative and regulatory requirements governing the Special Constable program,…
Added 56 mins ago
QW
Manager, PMO & Strategic Initiatives
Q Wealth Partners
Toronto, ON
- Full-time
Prepare monthly executive project reports and deliver portfolio updates to senior leadership
Added 56 mins ago
FC
Senior Design Manager
FCC Construcción
Toronto, ON
- Full-time
Mentor and guide junior managers and engineers, promoting professional development and fostering a culture of excellence within the design and project teams.
Added 56 mins ago
D
Senior Analyst, Business Tax - Toronto
Deloitte
Toronto, ON
- Full-time
Participate in professional development programs to further develop your tax knowledg
Added 56 mins ago
DC
Team Leader, Deployed Operations
Defence Construction Canada
Ottawa, ON
- Full-time
The Team Leader, Deployed Operations, leads and manages DCC’s deployed operations program. The incumbent supervises the delivery of DCC services to support of overseas infrastructure…
Added 56 mins ago
D
Senior Manager, Business Tax - Toronto
Deloitte
Toronto, ON
- Full-time
Experience with project problem diagnosis, solution development, client communications, facilitation of decision-making, documentation, management of client expectations and team leadership
Added 56 mins ago
S
Manager, Customer Experience
Sysco
Calgary, AB · Sysco Calgary
- Full-time
Exceptional project management and organizational skills, with the ability to manage multiple complex projects simultaneously.
Added 1 hour ago
OT
Chef de Programme / Program Manager
OPAL-RT TECHNOLOGIES India Pvt. Ltd.
Montreal, QC
- Other
Leader mondial dans la diversité des applications, nos outils sont utilisés dans une multitude de secteurs tels que l'automobile, l'aérospatiale, l’énergie, le transport, la fabrication…
Added 3 hours ago
NO
SENIOR ADVISOR, STRATEGIC AND DIGITAL COMMUNICATIONS
NFB ONF Education
Montreal, QC
- Full-time
Acts as a Senior Digital Advisor responsible for the design and deployment of the NFB’s digital communications strategy, showcasing the organization’s expertise and institutional priorities…
Added 4 hours ago
OH
Senior Advisor, Clinical Cardiac
Ontario Health | Santé Ontario
ON · Ontario, Canada
- Full-time
The Senior Advisor brings expert clinical knowledge, experience, and insight to the development and implementation of strategy, health system policy, system planning, and performance…
Added 4 hours ago
Chef de Programme / Program Manager
OPAL-RT
Montreal, QC
Leader mondial dans la diversité des applications, nos outils sont utilisés dans une multitude de secteurs tels que l'automobile, l'aérospatiale, l’énergie, le transport, la fabrication…
Added 4 hours ago
IW
Senior Manager, Events
IG Wealth Management
MB · Manitoba, Canada
- Full-time
Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three…
Added 4 hours ago
IW
Senior Manager, Events
IG Wealth Management
ON · Ontario, Canada
- Full-time
Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three…
Added 4 hours ago
IP
Sr Manager Project / Program
IDEMIA Public Security
Oakville, ON
- Full-time
The Senior Project/Program Manager leads complex customer projects and programs across the full contract and solution lifecycle. This role is the primary point of contact for assigned…
Added 4 hours ago
SQ
Manager Forecasting, Workforce Management
Sunlife Québec
Montreal, QC
- Full-time
We are looking for a versatile leader to lead the forecasting and capacity planning function within Canadian Operations. In this role, you will drive the development, implementation, and…
Added 4 hours ago
OT
Chef de Programme / Program Manager
OPAL-RT TECHNOLOGIES
Montreal, QC
- Full-time
Leader mondial dans la diversité des applications, nos outils sont utilisés dans une multitude de secteurs tels que l'automobile, l'aérospatiale, l’énergie, le transport, la fabrication…
Added 5 hours ago
S
Utilities CAD Technician (Senior) – ALTO Project / Cadence
SYSTRA
Montreal, QC
- Full-time
…Voyageurs, was selected by the Canadian government to develop the project. Together, these organizations bring extensive expertise in transportation and infrastructure to advance the…
Added 5 hours ago
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Utilities Engineer (Senior) - ALTO Project / Cadence
SYSTRA
Montreal, QC
- Full-time
…Voyageurs, was selected by the Canadian government to develop the project. Together, these organizations bring extensive expertise in transportation and infrastructure to advance the…
Added 5 hours ago
TR
Senior Financial Analyst, Financial Reporting
Torex Resources Inc.
Toronto, ON
- Full-time
We are a Canadian mining company engaged in the exploration, development, and production of gold, copper, and silver from our flagship Morelos Complex in Guerrero, which is currently…
Added 5 hours ago
ST
Director, Philanthropy
Save the Children Canada
Toronto, ON
- Full-time
Are you a fundraising leader who thrives on turning vision into transformational impact? Save the Children Canada is looking for a Director, Philanthropy to shape and lead our philanthropy…
Added 5 hours ago
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Utilities Engineer (Intermediate) - ALTO Project / Cadence
SYSTRA
Montreal, QC
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…Voyageurs, was selected by the Canadian government to develop the project. Together, these organizations bring extensive expertise in transportation and infrastructure to advance the…
Added 5 hours ago
SL
AVP, Corporate Development
Sun Life
Toronto, ON · Sun Life Toronto One York
- Full-time
Reporting to the Vice President, Corporate Development, the AVP will serve as a senior, hands-on leader. The AVP will help develop and execute short- and long-term growth strategies across…
Added 5 hours ago
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Business Development Manager
Ottawa Tourism
Ottawa, ON
- Full-time
Assist supervisor (or other senior leader as directed) in the development and execution of projects and organizational initiatives as required and directed
Added 5 hours ago
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Senior Piping Designer
Sedgman
Vancouver, BC
- Full-time
Sedgman is currently recruiting for a Senior Piping (Mechanical) Designer, with hands-on experience working on projects ranging from conceptual design to detailed engineering. This person…
Added 5 hours ago
J
Senior Conveyance Project Manager
Jacobs
Burnaby, BC
- $150,000 to $200,000 CAD / year
- Full-time
As a Senior Conveyance Project Manager based out of Burnaby, British Columbia, you’ll be charged with leading a team of highly qualified and motivated engineers through the design process,…

Metrolinx

Director, Customer Protection

277 Front Street West, Toronto, ON, M5V 2X4, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 16, 2026
Posting language: English
Posted: Nov 6, 2026

Original job description

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!

The Customer Protective Services Division is seeking a Director, Customer Protection Operations to provide strategic leadership, oversight, and management of Customer Protection Operations across the regional transit network. The Director is accountable for the delivery of customer protection, safety, security, revenue protection, by-law enforcement, customer service, special events, emergency response, and critical incident management through a large, geographically dispersed workforce.

Reporting to the Vice President, Customer Protective Services, the Director is responsible for building and sustaining an inclusive, high-performing, and safety-focused culture for employees, customers, and the public. The Director also serves as a key organizational leader responsible for ensuring compliance with legislative and regulatory requirements governing the Special Constable program, including supporting Metrolinx's obligations as an approved Special Constable Employer under the Community Safety and Policing Act. The role is responsible for leading operations across designated regions of the network and advancing corporate objectives related to safety, customer experience, operational excellence, and public confidence.

What will I be doing?

Lead Customer Protection Operations across the GO Transit and UP Express network, ensuring the delivery of safety, security, revenue protection, by-law enforcement, customer service, and public safety activities across stations, terminals, grade crossings, and other transit assets.
Develop and implement operational strategies, service delivery models, and deployment plans that support business objectives, optimize resource allocation, enhance visibility, and improve customer and employee safety across the regional transit system.
Provide leadership and oversight of the Customer Protection Officer and Special Constable programs, ensuring operational excellence, professional standards, workforce readiness, and alignment with corporate priorities.
Ensure Metrolinx meets its obligations as an approved Special Constable Employer under the Community Safety and Policing Act, including accountability for program governance, compliance, appointments, training, conduct management, inspections, reporting, policies, and oversight requirements.
Lead operational readiness, emergency response, critical incident management, and business continuity activities, ensuring effective response to service disruptions, special events, emergencies, and major incidents.
Establish operational performance measures, risk management frameworks, and continuous improvement initiatives that strengthen organizational effectiveness, support a positive safety culture, and deliver measurable business outcomes.
Build and maintain strategic relationships with the Ministry of the Solicitor General, Inspector General of Policing, Ontario Provincial Police, municipal police services, Transport Canada, municipalities, emergency services, and other public safety partners.
Direct the development and implementation of operational policies, procedures, training programs, public engagement initiatives, and specialized services, including K9 operations, customer outreach, and de-escalation programs.
Lead, develop, and support a large, geographically dispersed team of unionized and non-unionized employees, fostering an inclusive, accountable, customer-focused, and high-performing culture.
Provide stewardship of departmental budgets, workforce plans, capital and operating resources, and strategic initiatives to ensure the effective delivery of services and achievement of long-term organizational goals.

What Skills and Qualifications Do I Need?

Completion of a degree in Business Administration, Criminology, Legal Studies, Law Psychology or similar – or a combination of education, training and experience deemed equivalent. Masters would be an asset.
Demonstrated progressive experience leading operations and crisis incident management, large crowd management strategies preferably in a leading transportation/transit sector.
Extensive leadership/senior level management oversight experience. Leadership and management skills to manage monitor and motivate staff, contractor to meet or exceed customer expectations while working in a unionized environment
Able to obtain Special Constable Status, Security Clearance, and Level 300 IMS Certification.
A valid Ontario Class "G" driver's license is required.
Knowledge of security operations and programs, customer service excellence, and transit operations while improving operational performance and quality assurance methodologies.
Extensive experience leading transformational change, risk management and assessment initiatives to adapt to new or changing requirements and lead changes throughout the organization.
Knowledge of principles, practices, and trends in public administration, organization, and management; program development and evaluation; methods of administrative problem solving; and principles and practices of policy development.
Advanced knowledge of the Criminal Code, Provincial Offences Act, Community Safety and Policing Act, Metrolinx Act, Railway Safety legislation,
Occupational Health and Safety Act, Employment Standards Act, applicable provincial statutes, and regulatory requirements governing Special Constable programs and law enforcement activities within a regional transit environment.
Research, analytical and problem-solving skills to research customer segmentation and refine customer service initiatives and improvement programs; evaluate response strategies and deployment approaches to day-to-day operations and critical incidents and planned events.
Knowledge of policy development, budget control, risk and change management, and project management principles and methods to lead and manage strategic/business planning programs, projects and continuous improvement initiatives, budget development, risk management and financial management experience and skills to develop and monitor operational budgets.
Demonstrated experience leading or supporting a Special Constable, policing, transit enforcement, public safety, or security service within a regulated environment, including compliance, governance, training, accountability, and oversight requirements.

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:
Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email hr.recruitment@metrolinx.com.

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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More about this job

Responsibilities

The Director provides strategic leadership for Customer Protection Operations, overseeing safety, security, revenue protection, and emergency response across the transit network. They are responsible for managing a large, geographically dispersed workforce while ensuring compliance with legislative requirements and fostering a safety-focused culture.

Requirements

Candidates must possess a degree in a relevant field and extensive senior-level management experience in transportation or transit sectors. The role requires knowledge of law enforcement legislation, the ability to obtain Special Constable status, and a valid Ontario Class G driver's license.

Skills

Strategic leadership
Crisis incident management
Public safety
Security operations
Revenue protection
By-law enforcement
Emergency response
Risk management
Policy development
Budget control
Stakeholder management
Change management
Workforce management
Regulatory compliance
Operational excellence
Customer service

Visa sponsorship

Not detected in the job text

Keywords

Customer Protection
Transit Operations
Special Constable
Public Safety
Security Clearance
Emergency Management
Criminal Code
Provincial Offences Act
Community Safety and Policing Act
Metrolinx Act
Railway Safety
Occupational Health and Safety Act
Employment Standards Act
K9 Operations
De-escalation
Budgeting
Strategic Planning
Unionized Environment
Crowd Management
Quality Assurance
Governance
Compliance
Leadership
Operational Strategy
Risk Assessment
Project Management
Financial Management
Public Administration
Stakeholder Relations
Continuous Improvement

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